Job description

Company Description

Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics.
For Enterprises, these are key factors of success. For us, they're our core expertise.

We work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering - the foundation that powers rapid innovation and scalable business transformation.

We've created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless "as-a-service" model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. With proven strategies and agile execution, we don't just enable change - we engineer digital outcomes.
Sutherland
Digital Outcomes.

Sutherland is seeking an experienced Italian OR Spanish-Speaking Team Manager to support one of our growing programs in Alexandria! The Team Manager will own day-to-day team performance and sales validation with excellent coaching, communication and people leadership skills! 

Core Responsibilities

• Validate agent activities against assigned lead volumes and resolve mismatches.
• Review sales with required artifacts; approve only validated sales.
• Reject invalid or incomplete sales and ensure only approved sales are counted.
• Conduct one-on-one coaching and review a minimum of one customer contact per agent per week.
• Document coaching and feedback in the Sutherland tool.
• Conduct pre-shift and post-shift huddles and cascade process or policy updates.
• Own team performance across sales, productivity, quality and attendance.
• Maintain quality and compliance oversight.
• Manage stakeholder communication, escalations and action plans.
• Review reporting and act on performance gaps.
• Support employee engagement and development.
• The team manager to validate the sales file before declaring it in the WBR on every Monday.

• 1-2 years of Team Management experience within the BPO industry
• MUST SPEAK ITALIAN OR SPANISH -  B1 level, B2 preferred!
• Ability to coach, mentor & develop a team of frontline agents
• B2B sales/customer service experience is key 
• Must be able to work onsite in Alexandria

All your information will be kept confidential according to EEO guidelines.